Red Dog Casino, Slots Empire Casino, Aussieplay Casino, El Royale Casino, Las Atlantis Casino Support and Complaints Thread

Hello kegegg,

If you want us to get in touch with the Casino Representative and ask him if anything can be done to speed up your withdrawal, please send me your casino username to private message inbox.

I sent to your inbox. Kegegg1911 in case it doesn't appear. 

Hello kegegg,

Thanks! We received your username. The Casino Representative has been notified. Please keep an eye on this thread for updates.

Is there any word from the casino rep? Again, I requested 2500 last Thursday so a full week later they authorized 500. I do not expect to wait any longer for the remaining payment especially as a vip player. Players need to seriously watch out because spending money with you all these days seems to be super risky and your billing dept may decide to only pay a small portion and make you rerequest and this is all done in hopes that you will play down your balance. Rogue behavior that didn't used to be the case.

Hello kegegg,

The Casino Representative replied to us today and said he would look into this and reply in this thread.

Thanks.

Hello kegegg,

Please be informed that Casino reserves the right to divide the large payments into smaller units, so that can be paid out according to the Casino’s payout limits. I’ve been in touch with a Casino representative regarding the matter and was informed that your Payout plan will be reviewed, so you’ll receive the winnings at the earliest convenience. The billing department will get back to you on it soon.

Should you have any questions please let me know.

Thanks,
Daniel

Daniel, 

I'm sorry but that isn't a solution. I'm not a casual player, I spend a great deal of money and this isn't helpful! There is no reason other than "you can at any time use your duscrection and pay out what you feel like" for this payout to be broken up or delayed. I've only had this happen one other time and it was corrected the very next day and paid out. If that doesn't happen again, I will, without a doubt, close my account and never play with you all again once I receive my winnings. I usually don't have this happen, it's only happened once so I'm on no payment plan regardless of what the bogus billing department says. You want to act like a rogue casino fine but don't be surprised when you lose players in mass because of your inability to be truthful and have some integrity. 

Furthermore Daniel, your weekly payout limit is 2500 and that's the max at request, if you can't payout the sums within your own limits in the time frame you post on your own site in your terms, maybe it's time to review them. I can assure you players don't interpret your terms for "billing may decide to pay you out in small pieces and your money will be placed back in your account with a new withdrawal request required each time". That is NOT what your terms say but that's what is happening. Deceitful. 

Hi now I got an email that it's approved for the remaining $2000 and sent but guess what, there isn't a transaction on the blockchain so while it's approved it's not actually sent!! I better get this today, How sad to continually do whatever is possible to screw players over. 

Payout received you can mark as resolved! 

Glad to hear that! Thanks for letting us know, kegegg!

Hello 

I have checked several times and the only History that is available on my side is from 6/10 

I have yet to find the bets in violation on the 777  would you please send them to me? Thank you

The bet that increased on the Fiesta game happened immediately when I logged in after my session ended due to inactivity (while actively playing) I hadn't even looked at the betting screen. 
 When I spoke to the rep that night the 777 game wasn't even discussed , only the Fiesta game and the 50 dollar bets that I did not initiate . 
At the time this happened, I was still using my deposit money and had not used any of the bonuses. He offered to give me the amount I started with only. Since the money I had won on the 777 game was won using my money and no bonus points had been played on that game or the Diamond Fiesta game , why would my winnings be taken away?

I have no screenshots of the history from the 777 game as the problem did not occur with that game. I will send you the screenshots that I have . Would you please send me the ones from the 777 game? 

Thank you

Hello Constance Ciccone,

The Casino Representative has been notified. Please keep an eye on this thread for updates.

I haven't heard anything. Have you ?

I have logged on to El , no credit to account. 
Any suggestions? 
Thank you

Hello Constance Ciccone,

The Casino Representative replied that he would look into this and post a reply here in the thread. We've sent him a reminder email.

Hello Constance Ciccone,

Hope you are doing well.

I sent the XLS player's report and clarifications to your email address a few days ago. Please check if you have received it.

Thanks,
Daniel

Hi Daniel,

I am on my third attempt at validating my account. Every time someone has told me exactly what to send and I sent it, then it takes a week to get another email stating something else is needed. The delay between responses is making it impossible to get this resolved, and it feels like you are intentionally delaying paying out even a tiny withdrawal.

Today you are demanding I “validate” my Bitcoin address. Like most wallets, mine is set to generate a new address after every transaction for security. Additionally other casinos require new addresses and will not send to the same address twice, and since their withdrawals are instant they get priority. Can you please confirm you have received my stacks of documents so I can withdrawal my very small winnings to the BTC address of my choice?

Username Khartcasino

Hello Khart1313,

The Casino Representative has been notified. Please keep an eye on this thread for updates.

I did just get word that verification is finally completely and I have requested the withdrawal.  I will post back and let everyone know how long the withdrawal takes.  However, no response at all to the question about the BTC address  

Thanks for letting us know Khart1313! Please keep us updated.

Hi Khart1313,

Thank you for your feedback.

Please be informed that validation of your account is a one-time required procedure before your very first payout which guarantees funds will be sent on time and with no bounce backs. Having checked your account history it appears that some documents were received on 4/16/2020 and an email with missing ones was sent by us. Later our agent emailed the list of necessary documents on 11/9/2021 according to your request in live chat. Our Compliance Team has received an email from you on 11/10/2021 and replied with a request for a still missing document on 11/12/2021, which was a 2nd business day meaning that the time frames stated on the website have been satisfied. The next reply from you was received on 11/15/2021 where the required document was provided, so a few hours later your account was approved and the payout was requested.

Should you have any questions please let us know.

Thanks,
Daniel

Update - I entered the request for payout on Monday.  Most casinos would have paid by Wednesday morning, so when it hadn't moved I talked to chat yesterday.  Yesterday they told me "I see it was just approved today, and it can take up to 24 hours to hit your account."  This morning at 4:57am my time I got an email that said it was approved and would be sent to my BTC address "soon".  It's now 10:02am my time, the withdrawal no longer appears in the cashier, but no funds have been sent to my BTC wallet.  Hopefully I see it by tomorrow.  But if it's such a struggle to get $155 out of them ($30 of which I had to deposit because the max cashout on the free chip was less than the minimum withdrawal) I am certain a larger withdrawal would be even harder.  I spent at least $1000 with them before I saw the warnings about this casino, so it's not like I am just cashing out on a free chip and they made nothing off me.  They are still WAY ahead on this deal.  

I did read the casino response above and the dates are accurate.  The piece of information they are not taking into account is that I sent exactly what one of their representatives told me I needed to send -- and more.  Then there would be a very long delay before they would respond, and another request for a different document the last person hadn't requested.  They also have continued to side step the question about whether my wallet creating a new BTC address for the next withdrawal would be problematic.  I will post back when my funds are received, just to fill everyone in on the timeline of an actual withdrawal.  

Hello Khart1313,

Thanks for letting us know! Please keep us updated.

I received the $155 payout this morning, Friday.  From start to finish it took 10 days to complete the verification process and receive funds.  

Thanks for letting us know Khart1313! 

Hello

They asked me to send the address of my bitcoin wallet and they didn't reply... it's been 4 days today... has anyone here had any problems with this casino?... unfortunately I can't make a withdrawal request. ..

can anyone here help me with this? 

Aussieplay casino

Thank you 

Hello Carol34i,

Thank you for providing us with your casino username. The Casino Representative has been notified. Please keep an eye on this thread for updates.

Hi Carol34i,

Thank you for your feedback. Please be informed that it might usually take a couple of business days in order to receive a reply. I’ve been in touch with a casino representative regarding the matter and was informed that your account has been already approved for the Payouts, so you are more than welcome to proceed with the request through the website.

Should you have any questions please let us know.

Thanks,
Daniel

hello

I received an email confirmation  yesterday informing me that my payment was sent to my bitcoin address, however after making an inquiry at https://www.blockchain.com I found that there are no recent transactions using my bitcoin address...

I contacted casino customer service and someone told me that if I don't receive it by Monday night I need to send a screenshot showing my bitcoin wallet... I found this very strange as the bitcoin wallet is very personal and that's why there is a public query where you just need to enter the address of the bitcoin wallet and check the latest transactions

just go to https://www.blockchain.com enter my bitcoin address given to them and query... my last transaction was on November 24th after that date there was no payment..

my bitcoin address was sent by the withdrawal form and also confirmed by the email and this rules out any possibility of error... I really don't understand why they didn't send my payment...
I confess that I'm worried..

I would be extremely grateful if LCB can help me with this.

username bagarto999

thank you

Hello Carol34i,

We've sent an email to the Casino Representative. Please keep an eye on this thread for updates.

Hello Carol34i,

I have been informed by the Aussie Play billing team that the funds reached your BTC wallet on December 5th. Please let me know if everything is alright.

Regards,
Jennifer

Hello 

payment has been sent to my bitcoin wallet 

Thank you 

We're glad to hear that Carol34i. Thanks for letting us know!

hello

there a representative from las atlantis casino here that can help me? my username is ( claudito333 )

I've been trying to make a withdrawal request since the 6th of December and the cashier continues with a block for payments and today is the 16th,, it's 10 days of waiting!!
the last email theys was two days ago asking if my bitcoin address is static.. i replied in the same day however until today I await response..

thank you

hello

please disregard this complaint...the problem has already been resolved..

thank you

Hello clausouzasp,

We're glad to hear that. Thanks for letting us know!

Hello, 

my username is KHartcasino at El Royale.  I decided to give them another chance and was able to again request a very small withdrawal.  I received an email this morning at 6:00am saying the payout was approved and would be sent "soon".  It is now 1am the following morning, so nearly 24 hours and no funds have hit my wallet.  Since I receive the funds in my wallet at competing casinos within an hour or two of the withdrawal request, this is concerning.  Can you please tell me if funds were actually sent or when I can expect them to be?  

Hello Khart1313,

The Casino Representative has been notified. Please keep an eye on this thread for updates.

Hello Khart1313,

Thank you for your feedback. I was informed that the funds have already been sent to your wallet. According to El Royale terms and conditions, it takes up to 3 business days to process BTC payments so it should reach your BTC wallet any minute now. I would suggest contacting Casino’s Customer Care team, so you can be in touch with them in regards to this matter. They will gladly advise you on the current status of your payment.

Regards,
Jennifer

hello LCB team

I've been trying to make a withdrawal since 12/27/2021 ​in EL ROYALE CASINO, Today is January 10th however until today the cashier is still closed for withdrawals,they said that the deadline for account validation was 5 working days however 14 days have passed and the cashier is still locked for withdrawal.. last email was 5 days ago when they asked if my address bitcoin was static after that there were no more replies..

could you guys help me with this please?
my username is CONCEITAPA

thank you

Hello luctown,

The Casino Representative has been notified. Please keep an eye on this thread for updates.

Hello luctown,

Thank you for your feedback.
Please be informed that each player should go through a KYC validation procedure only before his very first Payout. It guarantees the funds are sent on time and reach the right person. Please note that it usually takes a couple of business days for our team to check everything and approve the documents that were sent. Sometimes it can take a bit longer in case of any document needed for the withdrawal is missing. As I was informed, you've already requested a payout, and since your documents have been approved it won't take long for you to get your winnings.

Please let me know if you have any other questions.
Regards,
Jennifer

I have had about Enough of El Royale casino 

Dec 17th take $115 into with bonus $291

Dec 18th complete bonus to account value over $4k

(at this point I'm done with rollover and am aware they'll limit me to 30X win) should be $116 + 116(30) but in end they cut me down to $116(30) - whatever but petty 

Dec 18th submit all docs for verification 

Dec 22nd email that one Document is blurry / I resend immediately 

On 12/22 I was asked to resend Account Validation form as first attempt was too blurry. I sent a better copy back in a matter of one hour or less

12/23 (skip day according to this skip then 3 business day argument

12/24 (Day 1 of new waitin): emailed account validation to see if it's been rec's. no answer from them.

12/25-12/26 weekend

12/26 (Day2) emailed account validation to see if it's been rec's. no answer from them. chat team tells me they sent message to have them let me know by tomorrow. Nothing about how was not day 2 yet. I'm told to also email myself them to check status

12/29Day 3) emailed account validation to see if it's been rec's. no answer from them. Chat now says Monday is bank holiday for new excuse. I'm told to also email myself them to check status

Past Due ***

12/29 Day 4) There is now no argument this is due to me. No response from billing. Chat tells me to email them myself. Shift manager contradicts them by saying that moves me back into queue so their own team set me up for what's is a lie & bogus email theory

12/31 (Day 5 plus). This is pathetic, one week and two days to look at one document that all you wanted was a little less blury on scan

1/5 finally in mid January (4th) they validate me only after another 3 business days go "verify" my bitcoin address.  Hmm i would not put it in form if not correct 

1/14 They finally look at my first withdraw $2500,  they send me measly $500 with no explanation, I know they have that God like out in their terms and conditions but no limiting factors ally to me 

1/14 2 hours later I submit another $2500 and prior to their work day 

(Mind you it states clearly they 1-3 days on these)

So by 1/17,1/18,1/19 (generous on giving them 4 days) I start asking on late 1/19,1/20 and 1/21.  I am then lied to and mislead by chat support its being reviewed now (like right now).

1/21 Tyson from the Shift manager makes up a new rule ..up to 5 business days so it'll be done Today -1/21

i was just told to wait patiently by chat because it won't BE done until Monday ?! I don't believe this one bit as I heard same thing 48 straight hours

itd taken me 40 days to get out $500/3500 and I have not left them waiting for me for more than 2 hours one time 

Their phone lines don't work or block you if you stump or rattle then 

The chat people drop you if you call them out on error 

Billng and Validation wait to the terms max to respond , then ask silly question to restart 3 day clock , you can't follow up more than once or you to "back in line or queue", now they're making up time frames and break their own time statements as they can't afford to pay me or waiting for bitcoin to rebound bc they don't care to pay people 

finally- while I waited I blew my balance up to $10k plus which they wiped out $7k as your only allowed to play before cashing out if you want to lose.  B:c you can go to zero but u can't make any more money because theylll say you haven't even withdrawn orginal bonus ..even though they don't pay you it for months plus,  so it's predatory and I guess they don't want people playing there

criminals - still holding my money hostage and nobody can answer me 

Wow 

Don't call us, we will call you ?!!

we too busy 

Liars 

Making up new rules